ServiceNow BAQA Lead 2

Job Description:

BA/QA Lead ServiceNow Smart Apps JL8 Manager

DXC Technology (NYSE: DXC) empowers global companies to operate their mission-critical systems and operations while modernizing IT optimizing data architectures and ensuring security and scalability across public private and hybrid clouds. Many of the worlds largest companies and public sector organizations trust DXC to deliver exceptional service across the Enterprise Technology Stack driving performance competitiveness and customer experience. Discover more about our commitment to excellence for customers and colleagues at .

At DXC we harness the power of technology to deliver essential IT services that help our clients modernize operations and drive innovation across their entire IT infrastructure. Our services span the Enterprise Technology Stack and include business process outsourcing analytics and engineering applications security cloud IT outsourcing and modern workplace solutions.

Our DXC Assure Smart Apps help clients to modernize and automate enterprise workflows for Insurance Software and Business Processing Services. Leveraging the full capabilities of the ServiceNow platform we deliver end-to-end digital transformation solutions that improve service delivery enhance user experience and drive operational efficiency.

Role Summary

We are looking for a senior BA/QA Lead ServiceNow Smart Apps with around 15 years of overall experience including strong exposure to business analysis QA leadership ServiceNow delivery stakeholder management and insurance domain processes.

This role will own business requirement quality end-to-end test governance release readiness UAT coordination and quality outcomes across Smart Apps / Insurance initiatives. The role requires close collaboration with business stakeholders product owners architects development teams QA teams and other cross-cutting teams to ensure high-quality low-risk delivery.

Key Responsibilities

• Lead BA and QA activities across Smart Apps / Insurance releases from requirement discovery to production validation.
• Own requirement quality including business process understanding user stories acceptance criteria traceability and requirement sign-offs.
• Write user stories that clearly capture requirements align stakeholders and guide development with actionable testable insights.
• Define and drive QA strategy test planning governance standards and best practices across projects.
• Lead functional regression integration UAT and production validation cycles.
• Validate ServiceNow configurations customizations workflows integrations case flows catalog items portals and data changes.
• Drive test automation adoption using ServiceNow ATF and other automation tools to improve coverage and efficiency.
• Own defect governance including triage prioritization root-cause discussions reporting and closure tracking.
• Ensure end-to-end traceability from requirements to test cases defects and release readiness.
• Partner with Solution Architects / Tech Leads to review solution impacts integration dependencies and data quality risks.
• Manage business product owner client and delivery stakeholder communication including readiness updates and sign-offs.
• Provide quality metrics dashboards risk insights and executive-level updates to leadership.
• Drive proactive risk identification and mitigation related to scope quality dependencies data timelines and release readiness.
• Mentor BA/QA team members and promote ownership domain depth automation mindset and continuous improvement.
• Promote AI adoption automation efficiency improvements and continuous learning within the team.
• Support major releases upgrades production validations and post-release quality reviews.

Required Skills & Experience

• Around 15 years of experience in BA/QA delivery quality testing or business process roles.
• Strong experience in ServiceNow delivery preferably across CSM Insurance or Financial Services workflows.
• Ability to lead both:
  • Business Analysis requirements user stories process flows acceptance criteria.
  • Quality Assurance test strategy execution governance automation release sign-off and UAT coordination.
• Strong understanding of ServiceNow platform concepts including workflows catalog items integrations data model portals/workspaces and reporting.
• Experience in Agile / Scrum delivery models.
• Strong stakeholder management skills with ability to work across business technology QA and leadership teams.
• Strong analytical problem-solving communication and decision-making skills.
• Experience managing delivery risks and release-level quality outcomes.

Nice to have skills

• Good understanding of insurance business processes such as policy servicing claims customer servicing case management and operational workflows.

Mandatory / Strongly Preferred

• CSA Certified System Administrator
• ATF Micro-Certification

Strongly Recommended

• CIS-CSM Certified Implementation Specialist: Customer Service Management
• CIS-DF Data Foundations
• FSO Insurance Accreditation
• Workflow / Flow Designer Micro-Certification
• Platform Analytics Micro-Certification

Good to Have

• CIS-ITSM
• Predictive Intelligence Micro-Certification
• Virtual Agent Micro-Certification
• Playbooks
• Now Assist / AI
• UI Builder
• Service Portal
• Catalog Items / Service Catalog

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

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